Director Ambulatory Operations Clerical

Join Cleveland Clinic’s Main Campus where research and surgery are advanced, technology is leading-edge, patient care is world class and caregivers are family. Here, you will work alongside a passionate and dedicated team, receive endless support and appreciation, and build a rewarding career with one of the most respected healthcare organizations in the world.

The Director of Ambulatory Operations Clerical provides strategic and operational leadership for front-end clerical functions across Ambulatory Operations. This role directly oversees Clerical Managers with indirect responsibility for the Clerical Supervisors and all front-end Caregivers. The Director ensures consistent, high-quality non-clinical support services that align with Cleveland Clinic standards and patient expectations. The Director serves as a subject matter expert in front-end operations, driving performance, efficiency, and engagement across the region.

A caregiver in this role will work days from 7:00am to 5:00pm.

A caregiver who excels in this role will:

• Be responsible for the development and maintenance of dashboards to drive performance reporting and improvement.
• Utilize an understanding of relevancy, source and availability of data, and distribute and display data withing scope.
• Be responsible for ensuring all front-end operations meet Cleveland Clinic and patient expectations.
• Ensure team routinely partners with Institutes and organization to meet patients served and growth targets.
• Closely partner with Institute and Ambulatory leadership to execute objectives and key results.  Ensure adoption of Ambulatory metrics to drive patient experience and quality goals and objectives.
• Support activities to create uniform processes and standard work.
• Monitor performance, identify areas of opportunity and initiate changes to increase workflow efficiency and improve patient experience, as well as maximize efficiencies of systems.
• Be responsible for quality metrics, consistent front-end operations and overall engagement.
• Support application of Cleveland Clinic operating procedures and communicate with management to ensure understanding and compliance with policies/procedures.
• Identify operational areas and drive improvement opportunities in key areas including patient access, patient experience, service line cost management, quality management, employee engagement and other department functions that support the overall Ambulatory Operations performance.
• Identify key department cost initiatives to achieve quantified results.

Minimum qualifications for the ideal future caregiver include:

• Bachelor’s Degree in Business Administration, Operations Management, Healthcare or similar discipline
• Minimum 7 years progressive, related experience, including 3 years management experience. (Master’s Degree may offset 5 years of relevant experience).
• Strong computer skills and be proficient with the various applications including Access, Excel and PowerPoint
• Requires critical thinking skills, decisive judgment and the ability to work with minimal supervision
• Must be able to work in a stressful environment and take appropriate action
• Must possess excellent verbal and written communication skills and project a positive Patients First image
• Knowledge of patient access workflows and quality improvement methodologies

Physical Requirements:

• Normal physical demands include dexterity sufficient to operate a personal computer and other office equipment
• Ability to travel to alternate sites throughout the organization